Grand Appliance and TV — Local services in Ashwaubenon

Our purchase started off very well! The team at the Green Bay location was able to hold our appliance while we drove to location. The sales manager was very helpful while in store. As soon as we left, the good experience ended. The store manager did not follow through on their promise to deliver the additional parts missing from the model. We purchased a floor model and understand that things happen, the team had two weeks to ensure that we would be ready to move into our new home. The new pieces never showed, after many follow up calls, we were told, the manufacturer said that they were not shipping them. Sadly, that is not the worst part of the issue. We were sold a non-working unit. We installed the unit on a Friday night in our new home. Error codes and oven light strobing began immediately. First thing Saturday morning, we called the store to find out about a fix. Sales-person B told us that the service department does not work weekends and that they would call us back Monday. That also seemed reasonable to us. After going round and round with the service team to finally find a tech that could come look at, just look at not fix, the appliance, a service tech showed up one week after initial install. The tech told us it would be a week or two+ to get a replacement part to get this one working again. As the box with the missing pieces had still not shown up, we again called our sales person, once finally getting in touch with them, we were told we would have our stove replaced as they promise "it works when you get home and plug it in". Well that's not the entire truth. The manager of the store, also our sales associate, went to bat for us, or so they said, with the customer service department. I was promised a call back after the weekend with additional information regarding the new appliance to replace the broken one. When I reached out at 4:30pm on Monday, I was informed that we would have to pay additional funds to get the stove that we had originally purchased. Since we had originally purchased a floor model, they were not willing to replace it. We had to "return it" and then purchase an entirely new one while shelling out additional money. Apparently, calling their service department was the wrong solution (even though that is what was instructed by Sales-person B) as now they ordered the part and are not able to withstand absorbing the cost of a new stove. We were also given the option to wait for the part to come in to fix the current appliance. The third option was a refund. We were also provided the main corporate customer service number, When I called at 4:45pm, I was sent to voicemail. Not even placed on an extended hold. After a few hours of deliberation, we decided to have this original stove returned and purchase one elsewhere. We called back and were informed that it was three weeks for them to pick the defective one up, and the best part, our refund will not be processed until the old unit is put back into their warehouse. When we called and informed the store manager that we want a refund, she became dismissive and rude. Tell us that "other customers are counting on their appliances," guess what, so were we and that didn't seem to matter. I guess only people that haven't had their appliances delivered yet matter, maybe the commission checks only hit after delivery. We have at this point, been without a stove for 2 weeks. Per their latest recommendations, they would like us to go another at least three weeks without being able to cook food in our own home. I called corporate customer service and the person I spoke with was rude and told me that my sales person was a liar. I would not recommend this company, location, or customer service to even my worst enemy. We will never again purchase another appliance from this team of sales people. As someone who has worked in customer service their entire life, pissing off people who a company hopes to turn into lifelong customers, isn't...

The latest in this saga... Take note I reviewed 2 months ago-- we still have no fridge. In fact we discovered that Kitchenaid was no longer making the fridge we had on order- now we didn't learn of this by a friendly phone call with support, but with ONCE AGAIN, MY HUSBAND CALLING THEM! After discussing options, we were told we could continue to wait for the fridge we ordered and receive a small monetary value back. It could be as long as May though along with this we were given some other options. HOWEVER it turned out the person that gave us those options, did not have the ability to do so meaning NONE of them could be honored... OK FINE... we then were given the option of a fridge that was counter-depth instead (this was actually what we originally wanted but the salesperson talked us out of it when we ordered- but now they want to give it to us), so we agreed. In December we were told they would be getting a shipment in early January (54 items was the number we were actually given) and one of those would be for us. Well here we are in January and have heard NOTHING since we last spoke and made our decision. My husband calls early this week and we were told that tomorrow (January 18th) we would get one delivered. They even asked us if morning or afternoon would be better. We chose afternoon. Now fast-forward a few days I asked my husband to check in with Grands so we were home tomorrow for the delivery and he sends them an email this time. We got a reply a short time later that WE WOULD NOT BE GETTING A FRIDGE TOMORROW. Also stating that they do not have any and AGAIN CANNOT GIVE US A DATE. After we had just been told 1/18/21 would be the delivery date. Not only did they include that in the email but they also blamed us in saying "We originally refused the offer" we NEVER refused an offer but chose something that the salesman never had permission to offer leaving us with this offer. We were going to receive a monetary value off and wait for the original order. I am absolutely flabbergasted the way my family has been treated and dealt with. I am looking into getting a lawyer involved with this. Grands has gone back on EVERY SINGLE word they have said and I'm STILL PAYING for the fridge I don't have. I would not make my WORST ENEMY work with Grand Appliance and would give anything to remove their products from my house and get my money back. DO...

We bought a new washer and dryer combo from them about a month ago. We asked for the service they offer in which they install the new machines and haul the old ones away.

The purchasing process was easy enough.

But the installation has been awful. We couldn’t figure out why the basement had become so hot and humid since the installation. I realized what was happening when I looked behind the dryer. They never connected the pipe that carries steam out of the house! We’ve been pumping hot steam into our basement all August. Now we know why the air conditioning was struggling.

Customer service was not any help and I had to call the store directly. The store says we will have to wait a week before their store will look at this faulty installation (we already waited 2 weeks for initial install). And we can’t use the dryer we paid $1,000 for while we wait.

We have a massive investment in these machines and we can’t use them due to terrible installation. So frustrating that there seems to be zero hustle on Grand Appliance’s end to resolve this problem.

Edit: A different crew with that must have more experience with installation showed up this morning. Thankfully they properly installed the dryer so we are not pumping steam into our basement. They explained both pipes were the exact same size, 4 inches, and there was no way they could ever fit inside the other. So they said they’d have add another piece or the pipe would continue to fall off every time we ran the dryer. Glad for that.

The public reply to this comment is upsetting. Grand Appliance would have me believe I moved the dryer which caused the problem. It was acknowledged by the repair folks from their own store that this was not installed properly, and if they installed it as the first crew had it would continue to be faulty.

I think the appropriate response from Grand Appliance would be, “sorry we installed your dryer incorrectly, is there anything that was rusted or water damaged by our faulty installation.”

Instead - “Sorry, these things happen.”

Added more pictures to show the difference between the initial “installation” and today with the...